July 2005 - otrs - OTRS mailing lists

Automatically send a new ticket autoreply to a cc adress
by Alessio Tosi 08 Jul '05

08 Jul '05

OKI Systems (Italia) S.p.A.Is it possible to include a cc address in the atu response when the new mail that open a ticket comes from a specific domain? Eg. user(a)mydomain.it, send a new mail to otrs(a)mydomain.com and opens a new ticket. Otrs send automatically an autoreply to user(a)mydomain.it cc: manager(a)mydomain.it Ciao AleX

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IO::Socket::INET: Bad hostname Kernel/System/Auth/LDAP.pm, otrs-2.0.0-beta4.
by Ted Kaczmarek 08 Jul '05

08 Jul '05

I can't seem to get ldap working with otrs-2.0.0-beta4. Before I head off to bugzilla did I miss something? $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '[ldap.domain.com]'; $Self->{'AuthModule::LDAP::BaseDN'} = '[ou=Users,ou=OxObjects,dc=domain,dc=com]'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; This is what I added to Config.pm. The FQDN does resolve. Any insight would be appreciated. Regards, Ted

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Nothing there?
by Brian Ronk 08 Jul '05

08 Jul '05

Ok, I finally got stuff running, once I got a chance to work on it again. I had to install Apache::DBI through apt-get, it wouldn't work through the CPAN interface for some reason. Anyway, I can now log in, and move around, but nothing shows up. For instance, I clicked on Admin so I could add a user, but the screen didn't change. Well, it reloaded, trying to access the Admin area, but otherwise it looked exactly the same as it did before. Do you understand what I mean, and have an idea what's going on? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

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FW: PLEASE!!!!!!!! CAN ANYONE HELP ME!!!FW: You don't have
by Nicolas Motte 08 Jul '05

08 Jul '05

Hi Micheal, I had a same problem and i change this file In /etc/httpd/conf.d/otrs.conf it was missing the yellow line just below : <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders order allow,deny allow from all </Location> verify that you have in your file nicolas

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Setting ticket keys in follow up
by Paul 07 Jul '05

07 Jul '05

Hi all, I'm currently using the latest version of OTRS 1.3.x and have noticed that X-OTRS-TicketKeyX and X-OTRS-TicketKeyValueX are not being set on follow up e-mails. Are the ticket keys only settable during ticket creation and not on replies? Is there a config option I'm missing? If this is the expected behavior, would it be possible to give us an option in 2.0 to allow ticketkeys to be set on a follow up? Best wishes, Paul

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Multi-Homed OTRS
by Trevor Vaughan 07 Jul '05

07 Jul '05

I've searched through the archives and haven't found anything on this yet. Has anyone managed to set up OTRS in a multi-homed setting? If so, how would you go about this? Is it just a matter of setting up multi-master MySQL databases? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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show owner in sort ticket desc
by Alvaro Lopez 07 Jul '05

07 Jul '05

I search in OTRS-list history, but I can´t find anything about it: How can I show owner in sort ticket Overview. In fact, see Ticket Agent Owner when I "click" in My-Queue. Thanks a lot. Alvaro. -- ---------------------------------------------------------- Alvaro López Aranda GENETSIS PARTNERS Dpto. de Sistemas. C/ Francisca Delgado, 11, 3º Arroyo de la Vega 28108 Alcobendas (Madrid) Spain Tlf. (+034) 91-6574120 Fax. (+034) 91-6574130 e-mail. alopez(a)genetsis.com ---------------------------------------------------------- La información contenida en el presente correo electrónico es secreta y confidencial,y es de uso exclusivo del destinatario arriba indicado. Si usted no es el destinatario señalado, por favor, notifíquelo al remitente y borre este mensaje de su disco duro. Cualquier otro uso que haga del mismo está estrictamente prohibido.

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Accessing Attachments saved to FS outside of OTRS
by Keith Mitchell 06 Jul '05

06 Jul '05

Is there an easy way to access attachments saved to the FS from outside of OTRS? I notice that OTRS prepends the first line of the attachment with the MIME type and filename. Is there an easy way to change this behavior so I can manipulate the files via the filesystem without having to tail them?

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Re: [otrs] Mail Timestamp.
by Tony Saurini 06 Jul '05

06 Jul '05

Thats a good suggestion, Trevor. The thing is, I'm in London. All Time Zone settings are at GMT with a fat +0 for everything. I've tested by sending both to my work account and my personal email account (hich is hosted in Montana). I've haven't had timestamp troubles since I've gotten here. More Troubleshooting: - I also tested the box itself by whipping up a php script to shoot me an email directly through its functions and THAT timestamp is hunky-dory. - Messages straight from the command line with sendmail are properly timestamped as well. I'm flummoxed. -t PS: Go London 2012! >Date: Tue, 5 Jul 2005 15:03:26 -0400 >From: Trevor Vaughan <peiriannydd(a)gmail.com> >Subject: Re: [otrs] Mail Timestamp. > >Are you West Coast US? If so, it sounds like you're having a GMT >difference problem somewhere in your mail path, either at the source >or destination. > On 7/5/05, Tony Saurini <tony(a)eitri.com> wrote: > I'm working in implementing OTRS for our company and I notied the > mails that are getting sent during my tests have a totally whach > timeestamp, and I cannot dig up anything in the documentation or > the code as to where I can fix this. > Anyone have any ideas? > - OTRS 1.3.2 > - System time of server is dead on, timezone on server has > been checked. > - Everything seems okay. > Timestamp is roughly 8 hours off, give or take a couple minutes.

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Admin & Ldap
by martin hochreiter 06 Jul '05

06 Jul '05

Hi! A few days ago I had the problem that the ldap server used for authentification in my OTRS 1.3.2 was down. So I discovered that it is not possible to use the administrator account entered while installing. But as the ldap server was up again I tried the same, and the administrator account was not usable, that's quit clear for me because theire is no 'administrator' user on the ldap server - BUT I find it very useful if I can use the administrator account anytime without the need of any external authentification mechanism. Is that possible? lg martin

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